01. The Nature of Scent
Due to the artisanal and hygienic nature of our fragrances, VOS does not accept returns or exchanges on opened or used products. We encourage our patrons to review the olfactory notes provided in our digital Vault before completing a purchase. Once a seal is broken, the scent belongs to its owner.
02. Damaged or Defective Goods
In the rare event that your order arrives with a structural defect—such as a failing atomizer or glass damage—we will replace the item immediately. Patrons must report such discrepancies within **48 hours** of delivery, accompanied by photographic evidence of the defect.
03. The Packing Protocol
To ensure absolute transparency, VOS will dispatch a video of your specific order being packed via WhatsApp prior to shipping. Upon receiving your package, if you find the seal or packing does not match the video provided, you must send us an unboxing video on that same day. Your 2-day return and exchange eligibility period begins the moment the order is officially received.
04. Shipping & Logistics
For approved exchanges regarding damaged goods, VOS will coordinate the logistics. For all other inquiries, shipping costs are the responsibility of the patron. Please note that transit times within Rawalpindi and across Pakistan may vary based on external courier factors beyond the Vault's control.
05. Contact for Claims
All claims must be initiated through our official WhatsApp channel or the suggestion portal on this site. Please provide your Order ID for swift architectural resolution.
Dispatch Claim
Kindly provide the necessary documentation below. Evidence is required for the Vault to process any exchange requests.